ijgolding

JULY 5, 2018

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. The ‘self-publishing’ journey, as seen through the eyes of a first time author.

Customer Experience 160

Customer Experience Airlines Retail B2B 160

GetFeedback

APRIL 8, 2019

And let’s be honest, that doesn’t improve the customer experience. In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do. But it’s a fantastic start to help to narrow down your audience and getting specific with intent and messaging.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

Totango

FEBRUARY 1, 2022

Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Scale customers quickly and efficiently. Enable teams to work cross-functionally. 4 Key Takeaways . .

Customer Success 96

Customer Success Touchpoint Metrics Training 96

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively.

Customer Satisfaction 52

Customer Satisfaction Survey Feedback Groups 52

SurveySensum

MARCH 27, 2024

Well, it could be that they are not listening to the voices of their customers properly. So, how can they customize their product according to their customer’s needs and preferences when they do not know the exact pain points of the customer? This is where customer feedback enters the picture!

Feedback 52

Feedback Social Media Touchpoint Survey 52

Call Experts

JULY 21, 2022

Every company sells something, and every company must serve its customers to sell their products and services. But, how can you do that if you don’t know who your customers are and how they want to buy from you? A buyers journey is the path that a buyer follows while researching, comparing and finalizing your product. .

Customer Journeys 52

Customer Journeys Competitive Advantage Fashion Comparison 52

Feedbackly

DECEMBER 22, 2022

Take a moment to think of your past purchasing behavior as a customer. Traditionally, customer experience doesn’t account for customer emotions. With metrics like NPS, CES, and C-SAT , you only measure CX from the lens of loyalty, service quality, and product functionality. Why is emotional experience important?

Survey 52

Survey Customer Journeys Measurement Metrics 52

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world. In this blog, we will explore the same.

Connections 52

Connections Customer Experience Net Promoter Score Customer Service 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. That’s right!

B2B 52

B2B Feedback Customer Service Self Service 52

AWS Machine Learning

NOVEMBER 3, 2023

While there are many factors that contribute to an iconic goal, there’s a particular magnetism to shots that blaze through the air, especially those taken from a distance. Bernd Nickel, a standout figure from Frankfurt’s illustrious squad in the 1970s and 1980s, earned the title “Dr. Hammer” from ardent fans.

Sports 88

Sports Measurement Metrics Data 88

SurveySparrow

AUGUST 14, 2023

Picture this scenario: A patient walks into a healthcare facility, not merely seeking medical attention but yearning for empathy, efficient communication, and a seamless experience from start to finish. They understand the emotional and physical challenges patients may be facing and provide support and comfort.

Healthcare 52

Healthcare Customer Experience Wait Times Feedback 52

SurveySparrow

MARCH 3, 2024

The customer liked the product, which is obviously the reason why they chose to move it to the cart. The process might be lengthy, or you may not be providing the necessary payment portals your customers want. Either way, you are losing customers, and it’s high time you start looking into it.

How To 52

How To Banking e-support Survey 52

SuiteCX

JANUARY 13, 2020

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. There were a number of common questions and comments from both beginning and advanced CX Architects/Mappers. Let’s talk about the customer layer (front stage) first. Do B2B and B2C maps really differ?

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 76

Customer Success Customer Journeys Customers Case Study 76

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

CSM Practice

JUNE 11, 2023

If you’ve been in the Customer Success profession long enough, you should have had the opportunity to be part of an account reassignment. This is an inevitable yet important part of the customer journey. Your customer who is being reassigned may come with questions and objections that we will cover in the blog post.

Tips 59

Tips CRM Customer Success Leadership 59

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Three Reasons Customer Experience Must be Top-of-Mind. Even worse, 91% of unhappy customers who are non-complainers simply leave. Five Common Customer Experience Metrics.

NPS 150

NPS Metrics Effort Score Customer Experience 150

Optimove

APRIL 27, 2023

You head out in the morning and grab a coffee from your favorite watering hole. Little wonder that for many brands — and customers — app gamification has become a winning strategy: Brands that use gamification in their mobile apps see an average increase of 22% in user retention rates. SocialTimes) Ok, but where should you begin?

Gamification 52

Gamification Loyalty Programs Loyalty Study 52

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Pointillist

JANUARY 19, 2022

Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. How are you currently measuring this customer’s experience? But your customer sees each interaction as one continuous journey to reach her goal. Your Customers Aren’t Responding.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! You can find out about physical and online events throughout the 7th October here.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

CX Journey

DECEMBER 10, 2015

When it comes down to it, how well do you truly understand your customer base? Do you understand their motivation, lifestyle, and other attributes that affect their spending habits? Understanding what makes your customer tick can help you hone in on buying behavior and plan everything from ad copy to new product lines.

Customer Journeys 80

Customer Journeys Entertainment Social Media Healthcare 80

SurveySparrow

AUGUST 14, 2023

Picture a world where every customer is not just satisfied but delighted with your business. Improving the customer experience is not just a choice today; it’s the ultimate key to success. So, how can businesses unlock the secrets to providing exceptional customer experiences? We thought you might be! Let’s find out.

Customer Experience 52

Customer Experience Effort Score Social Media Chatbots 52

SuiteCX

JUNE 16, 2017

The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence. Companies like Amazon Go enable customers to purchase items without checking out at all. Retailers are no longer selling things.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. The good news was that many different authors and approaches emerged more practical and different from the typical mindset of thought leaders. The books are not in order of preference; all are very good.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveySensum

SEPTEMBER 18, 2023

These surveys provide a unique opportunity to gather customer feedback right when they are interacting with your product. They also provide you with valuable insights to enhance the overall user experience, leading to higher customer satisfaction and retention rates. This is what the in-app survey looks like. What is an In-App Survey?

Survey 52

Survey Gamification Hotels User Experience 52

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Marketing 88

Marketing Customer Experience Consulting Customers 88

Wootric CX Blog

SEPTEMBER 8, 2020

Customer experience has slowly overtaken both price and product as the most critical brand differentiator. Therefore, only brands that build flawless customer experiences through swift, reliable, and pro-active customer service have a chance to set themselves apart and capture (as well as retain) the lion’s share of the market.

Interaction 52

Interaction Customer Journeys Effort Score Touchpoint 52

SurveySensum

NOVEMBER 6, 2023

Bakery A and Bakery B competed to improve customer satisfaction. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. Weeks later, Bakery B attracted more customers, including some from Bakery A. What changed? So, what set Bakery B apart?

NPS 52

NPS Feedback Effort Score Customer Journeys 52

Gainsight

DECEMBER 20, 2020

No matter who is celebrating—from toddler to grandparent—and no matter what time of day—from morning breakfast to late at night in a bar—he always remembers to ask his patented question: “What did you learn this year?”. Specifically, the Customer Success world learned 10 important lessons in 2020: 1.

Customer Success 69

Customer Success ROI Metrics Sales 69

BirdEye

NOVEMBER 29, 2023

The digital era has revolutionized how customers discover and purchase furniture. Online reviews, virtual try-ons, and augmented reality experiences have become integral parts of the furniture shopping journey. Furniture store marketing is promoting furniture stores and their products to attract customers and increase sales.

Trends 59

Trends Tips Tools Marketing 59

Esteban Kolsky

MARCH 13, 2018

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. The first webinar was the basic definition and set up – what’s customer experience, how it works, why do you need to do it, etc.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Integrity Solutions

DECEMBER 14, 2018

Originally contributed as a guest blog to SalesPop.net. As you move towards finishing the year strong and planning for 2019, as a sales leader your focus naturally turns to next year’s budgets, goals, and sales pipeline. In other words, does the account manager understand the sale from the customer’s point of view?

Sales 68

Sales Training Leadership Management 68

ReviewTrackers

MAY 22, 2017

“We care deeply about our customers.” Or: “We ❤️️ our customers.”. We’ve seen a number of companies use either of these taglines or some other similarly customer-focused phrase in order to profess their undying, indissoluble love for their customers. We here at ReviewTrackers ❤️️ our customers, too. Which is great!

Survey 89

Survey Customer Experience Net Promoter Score Social Media 89

Michelli Experience

APRIL 24, 2018

As I was writing my blog last week, the news was shifting quickly on the Starbucks debacle in Philadelphia. In fact, when I put the finishing touches on that post, Starbucks CEO Kevin Johnson had simply issued an apology and made a promise do a thorough investigation into the situation. Predictions Made and Predictions Overlooked.

Training 100

Training Leadership eBook Customer Experience 100